Member Services Specialist

JACOBS PILLOW DANCE FESTIVAL INC•Becket, MA

5d•$19 - $20•Remote

About The Position

As Jacob’s Pillow prepares to celebrate its 94th summer of dance, there are exciting plans for a robust and full festival over 10 weeks. Jacob's Pillow is now accepting applications for the seasonal role of Member Services Specialist (March-August), a key member of the Jacob's Pillow Philanthropy department reporting directly to the Associate Director of Membership and Individual Support. The Member Services Specialist works with the Philanthropy Staff, Box Office Staff, the Director’s Office, and all members of the Patron Services team. As a key responsibility, this position serves as the front-line staff member for all ticketing and dining reservation-related inquiries of members at the $3,500 level and above. The Member Services Specialist is an integral part of the Pillow's customer service team and is critical to delivering the Pillow’s donor relations aims for its most generous supporters.

Requirements

Experience in customer service, preferably in a fast-paced environment.
Familiarity with ticketing or reservation software systems (experience with Tessitura is a strong advantage).
Proficiency in basic computer applications (Docs, Sheets, Drive) and email platforms.
Demonstrated organizational skills with keen attention to detail, particularly in managing schedules, reservations, and patron records.

Nice To Haves

Experience in performing arts, box office, or related customer service settings, with a working knowledge of dance or live performance operations.
Experience in managing a moderate to high volume of phone calls with professionalism and strong communication skills
Background in facilitating or supporting events, such as galas, conferences, or donor receptions.
Experience working in a fast-paced environment.
Experience working independently as well as with a team in a busy environment.
Highly detail-oriented and organized in the facilitation of audience flow.
Demonstrated ability to handle high-pressure customer service situations.
Experience with Tessitura ticketing software is a plus.
Successful completion of a Background Screening.

Responsibilities

Manage the Member Services phone line and email inbox with same-day replies and auto-replies when away.
Handle $3,500+ level donor (Ted Shawn Circle and above (TSC+)) requests and VIPs for tickets, and dining reservations in the Jacob’s Pillow Café, and coordinate tours as needed.
Deliver tickets to VIPs and Ted Shawn Circle Members on campus when applicable.
Manage holds for Ted Shawn Circle Members with support from the Philanthropy team and in close collaboration with the Box office team.
Play a key role in staffing the Member Table before performances to steward current Members and encourage new memberships.
Communicate regularly with Philanthropy and Box Office about requests, issues, and other items as appropriate concerning high-level donors, in conjunction with the Ticketing Operations Coordinator.
Run weekly WITH (who’s in the house) lists from Tessitura to help leadership and the Philanthropy team stay aware of patrons attending performances and with reservations in the Café.
Drive Member acquisition and upgrades in presale over the phone. During the season, encourage patrons to join as members, and consider membership upgrades or renewals as appropriate.
Assist with Philanthropy events and the Gala, as needed and assigned.
Convey information knowledgeably about each of the companies performing during the Festival and make informed recommendations when asked.
Understand the “Shine only” versus “Rain or Shine” ticket policies for outdoor performances and be prepared to answer TSC+ member questions related to weather interruptions to normal day-to-day operations.
Attend weekly Philanthropy department meetings.
Meet with the Box Office Manager, Ticketing Operations Coordinator or a relevant colleague in the Box Office to discuss and review ticketing holds and needs on a regular basis (minimum weekly).